Let's get another weekend OPEN THREAD started!

Discuss the Halloween plans for your store -- or bring up anything else Starbucks related in the open thread. Customer questions for Starbucks employees are welcome, too. (Reminder: Keep the conversation civil.) || Jump to the fourth page of comments.

Comments

[anonymous]

Does anyone know when the 2009/10 holiday drinks will be in stores? Any other details about them? Thanks!

[JavaJoe]

for via sampling, it makes a great frappuccino! i always make a grande because thats the recipe i perfected. nonfat milk to the bottom grande line, tall scoop of ice, two packets of via (i prefer columbia), and a hearty amount of caramel sauce (or two pumps of carmel syrup). add some whipped cream and its to die for!

[viart!]

Does anyone know why Starbucks is so desparate to sell me stuff I dont need or want? Via anyone?

It SADDENS me to see less people working behind the counter and to see my favorite store looking shabby and my favorite baristas looking frazzled. All because they are short handed.

It IRRITATES me that I have to wait longer while the poor baristas have to try to guilt us into buying this crap. Or to have to wait for someone to take the "challenge"... Im on my way to work and dont have time for your hard sell tactics. I dont like hard sell at the car dealer and thats why I wait until absolutely necessary to buy a new car.

Cant do that with cofee so guess what? Keep it up and I'll just go somewhere else.

It ANGERS me that Starbucks continues to ignore its customers request and tries to force feed us stuff we don't want. Via anyone?

Guess what Starbucks? It's instant coffee... its NOT innovative or revolutionary... it's been around for decades. And that is NOT what your customers want nor what they continue to come into your stores for.

Give me fast and friendly service, what I want to drink and a place I want to frequent... Not some chop-shop where you try to "upsell" me on EVERY purchase...

GEEZ! (rant over)

[Brown Dot]

viart!

Welcome to retail...

[B.O.B.]

@JavaJoe heres a tip if your in a hurry goto the local gas station pour yourself a cup of 10 hour old coffee an you will be at work in no time, or perhaps a McLatte would be more your style. If you want a hand crafted esspresso beverage then stop at starbucks if you have the time. As for the up sell I'm not sure if you noticed but Starbucks IS NOT a non-profit organization it is a business that requires money to continue business. It's customers like you that relly ruin my day if you dont have the 3-4 mins to wait then dont stop! However the taste challenge should not be done at the sales counter there should be a seperate partner deployed in the cafe that should be sampling while you wait if this is not the case then they are probably under-staffed and trying to give everyone a sample like the stores that are properly staffed, if they weren't offering the taste challenge you would probably be on this site whinning about how you never had a chance to sample it! I think what you need is a nice hot cup of VIA!

[JavaJoe]

@B.O.B. i think you have me mixed up, the post bitching about us trying to make money was posted by viart!, i posted about the frappuccino. this site is a little backwards and the name of the poster is BELOW the post. sorry just wanted to clear that up.

@viart! in an economy like this, you have to keep your job. and to do that you need to do what your boss tells you. also we are informing people about via and how easy it is to get your favorite beverages at home. starbucks made via to get more business yes, but they also made it for convenience. my first two years of college were without the starbucks i so crave until they put one in 30min away from campus. then i got a job there that is keeping me through this economic crisis. people irritate me so much when the badmouth the company thats keeping me out of the poor house or living off of my parents. i have a job where i make "decent" money that is better than nothing. not to mention i semi-enjoy my job. there are so many haters out there. we are baristas that have to put food on our tables just like you, and because we dont drive foreign cars and dont pay for our lattes doesnt mean you can look down on us for trying to inform you about our product. how is sampling via any different from sampling any of our whole bean coffees or new handmade beverages. get off your high hoarse and maybe every once in a while think about leaving a small tip for acting like such a jerk when we are just trying to pay our bills.

[Curious]

When are eggnog lattes coming this year?

[144xxxx]

It's true that Starbucks is a publicly traded company, but the concentration on the bottom line has changed the company and not in a good way. Instead of trying to educate customers on good coffee, Starbucks is trying to innovate and create new products while aggressively pursuing customers. So instead of creating longtime customers, Starbucks is trying to capture customers by coming up with the newest drink or product. While this might be a great strategy when you're coming up with great products, it has been a failing strategy for Starbucks recently because they haven't been able to come up with anything truly inspiring.

[Viart!]

@JavaJoe-

Wow... how did you EVER get tipping out of my post? LOL Trying to deflect the issues I brought up?

Go back, take a breath, and re-read my post... maybe try a paragraph at a time...

I'm on the baristas side here...

Im tired of hearing about via (or whatever product starbucks corporate is hawking this month). From a majority of the other posts on here, so are most folks.

There just seems to be a shift from being a great place to get a great drink into this PUSH PUSH PUSH of new products.

As a customer, after hearing the poor barista on register have to ask EACH of the five people in line before me if they want via today (during a morning rush BTW) and hear them turned down each time... I'm tired of feeling guilty for saying no.

Sampling is one thing... I have no problem saying no thank you... But this fanatical "ask EVERY customer" approach is just annoying...

This morning, I overheard a manager telling a girl she needed to work on "breaking down the barrier" and "make the sale"... WTF???

What will it take for me to get you into this box of Via today?

[VIart!]

@B.O.B.

RE: a nice hot cup of Via...

Thanks but no thanks, the stuff gives me gas! Plus, it's nasty...

[Roberto]

As for the up sell I'm not sure if you noticed but Starbucks IS NOT a non-profit organization it is a business that requires money to continue business.

-B.O.B.

Well, as far as I know, we were making plenty of money BEFORE via.

And second, the post you're referring to was from a customer who is feeling ALIENATED by the upsells. If upselling reaps more profit in the short term at the risk of alienating customers in the long term, then it is BAD BUSINESS.

Not to mention the fact that our official Via sales are hyperinflated due to the rampant misringing and giving away of free beverages to anyone buying a 3 pack. My DM doesn't care if I give someone a Quad venti white mocha for 2.95, as long as its recorded as Via. I can't speak for everyone nationwide, but this is how it is for virtually every district in Houston, TX. Ever wonder how the South-Central region does so well in its promos? It's BS games like that.

How the hell is that good business? How is that making us money? Starbucks isn't pushing Via in order to make money, like all of their promos, they're pushing it in order to fool the shareholders and the market into thinking its more successful than it is. Kind of like when Jim Donald said we planned to double the number of US retail stores. That was never in the cards, but Wall street ate it up and it pushed our stock to $40/share.

Once this insane via push is over, and DMs stop caring about sales altogether, we won't be selling the $3600 in 10 days at every store like we are now. Via's "success" is largely fraud.

[me myself and I]

In Canada the holiday drinks will start showing up here and there during the next few days (since some people can't wait to get it out or don't read the rules). Every store in Canada will have them on Nov. 7.

And a peppermint mocha is available all year round, just order it.

[me myself and I]

I have a question about ringing in a drink. I usually know pretty well how to ring in a drink the right way, but this one gave me a headache.

Quad grande Americano Misto with half signature hot chocolate, half soy, caramel syrup inside and whipped cream and chocolate syrup and caramel sauce on top.

I'm sorry, but wtf?

Beside the drink being totally weird, any ideas how to charge that fellow correctly?

[flbarista]

I would ring it as a quad grande soy espresso truffle add caramel sauce

[Cubical Drone]

Yet none of you ever consider reporting your SMs or DMs for pushing this fraud...

Stop complaining about the issue and fix it. If you don't report it to Corporate, the DMs will continue forcing you to promote fraud within the company. Guess what guys, DMs are REQUIRED to follow the same rules as you.

[144xxxx]

I would ring it as a quad espresso, add soy and add caramel sauce. (I think it's caramel sauce but if mocha syrup is more expensive then you charge for that one, but only one). I'm not sure why but Americano mistos have been really been gaining popularity in my area recently.

[me myself and I]

144xxxx, the reason they are gaining is they give you more shots than a latte for less money. A lot of people start to figure that out. And since the difference in price is significant they'll rather take some hot water in their milk.

flbarista, that's what I would've done. So it can't be way off (but would still be way expensive)

[Blindsided]

Anyone out there that can advise on what course of action to take regarding a wrongful discharge from SBUX?? Anybody been thru it? Did you get your job back or did you get a cash settlement? I was a 10 year partner, on approved MLOA, and was fired 2 days before I was to return to work, for "not being current" on my partner performance reviews! I'm still in shock over it, can't believe this is how they treat a long term partner who was recovering from major surgery! Any ideas would be appreciated. thanks.

[mark]

small coffee, room for cream.

no i do not want "fries with it" or any other promo push. not at starbucks or at the burger place. just what i asked for.

thank you very much.

[The Truth Hurts]

viart,

I think your criticism is for the company and not directed at the partners forced to up sell and sample non-stop. I have to agree with your sentiment. Starbucks used to be a place you could go for a wonderful beverage, in a clean store, with friendly people, and all in a three minute time frame. I emphasize that it USED to be that type of establishment. It’s not anymore.

The corporation has made so many horrible decisions in the past 6-8 years that they have virtually destroyed that Starbucks. That company doesn’t exist anymore and probably never will again. You will also find individuals associated with the Starbucks today that will blame the problems that you speak of on the economy. They have either been lied to by management in attempt to shift focus away from the truth or they are truly unaware of the history behind the fall of Starbucks. Starbucks has been visibly in decline since mid 2006 while the economy was still accelerating until late 2007. If the management of Starbucks had done a better job the company wouldn’t be in the shape it is today. With a history of failed promotions and products in the last five years, a history of lowering the requirements for store locations, a history of brand devaluation, and a history of ego driven expenditures, the management has placed Starbucks in a very precarious position. Then the recession hit an already financially damaged Starbucks.

That’s how it happened. Now if you don’t like the way Starbucks is today, you’re not alone but there is nothing that can be done about it. I don’t believe Starbucks can go back to the way it was. You can go to another coffee shop but the product, or the service, or the wait will be worse. That’s just the way it is. Starbucks still has a good product. That is the only thing keeping them in business today. Management doesn’t listen to customers or partners. They do as they wish and are totally out of touch with the true Starbucks experience of today. Every time upper management goes into a store now it is an announced visit which is staged by DM’s and regional management that are in fear of losing their jobs and thus becoming scapegoats. It’s all a joke that hurts the customers most of all.

As a partner I am beginning to accept some of the changes at Starbucks. I don’t like them but I can accept them. What I can’t agree to, and the reason I keep informing individuals here, is a management that speaks of accountability yet accepts none. It is a company that talks of “guiding principles” and ignores them completely. They advertize ethical treatment of partners and suppliers and then acts unethically towards them. I also see more hard times for Starbucks in the future because with the exception of a few scapegoats, Starbucks is being run by the same people that created the past problems.

I understand your sadness because I’m sad too. I would like nothing more than to have back the company I loved so much. I don’t think that is possible. Why don’t I leave? I probably will once the economy turns around and the job market opens up again. I also have other concerns that keep me here at the present time. But until then, I just keep pointing out the truth so that the ones that created the problems can’t hide from their responsibility while blaming others for their negligence.

[formerpartner]

Blindsided, how long were you on LOA for? And what was the purpose? Typically if you are on an extended LOA there is ongoing communication and follow up required- did you miss any of that? I hate to say it, but it makes no logical sense that completely out of the blue, you were termed for a duty that you wouldn't be responsible for while on LOA. So there must be more to the story...

I'm not saying that you did this, but I have seen too many LOA's taken completely overboard (borderline fraud) and when an organization holds people accountable, then they are suddenly surprised at the outcome.

[Mrs. Tillinghamshackles]

The Holiday Trio (Gingerbread Latte, Eggnog Latte, Peppermint Mocha w/Chocolate Curls) will begin on November 3rd. Caramel Brulée Latte begins on November 17.

[Blindsided]

I was on MLOA for a total joint replacement and actually was returning quicker than doctor had planned due to successful rehab. There was no communication from my DM until 1 week before I was scheduled to return. There was a meeting with DM and myself, topic of late reviews was brought up, I said that I had gotten behind on the "written" portion of some reviews because of "non coverage" hours being reduced by 70%. I was not late with submitting the epans, every partner who earned a raise had it on time. This whole thing smells and I'm gonna get some answers from someone, because it is not right!

[Viart!]

@The Truth Hurts

Thank you. You hit the nail on the head.

Hope it wasnt the final nail in the coffin.

[me myself and I]

The Truth Hurts, Amen to that.

[javafan]

I hope the gingerbread latte tastes better than last year.

[shot in the foot]

The gingerbread latte should be better this season because the crystallized, candied ginger won’t be sprinkled on it. That gave it a weird taste and a texture of drinking something made of cottage cheese. OMG, I mean people were looking for somewhere to spit it out.

[Troubled]

@ Me Myself and I

I'd ring it as a grande Americano, add soy, add dairy, add shot, add caramel, add banana, add protein, sub give me a break, to go, with cream cheese and get off yourself because anyone who has to order a drink with that many modifications has self esteem issues and was probably not hugged by their mother enough and they think that mother loved brother Jason more, so I had to go to my "Uncle Bill's" house while the rest of my family had Sunday dinner and played Monopoly in 1974.

[kay]

@ Troubled-

EXACTLY!!!

[Bouncing Barista]

Recently my District Manager got fired and he saw his final paystub on Partner Self Services before he actually got told he was fired...

Anyone else have this happen to them? that seems like poor planning on Partner Resources part, yeah?

[BOSTON STARBUCKS REBEL]

I am a partner at Starbucks Coffee Company
and I refuse to believe that
I can create an uplifting experience that enriches people's daily lives
I realize this may be a shock but
“Starbucks is the best place to work.”
is a LIE, and
“All that matters is meeting sales targets and VTI and controllable contribution.”
So today I will tell my partners
they are not the most important thing in my life
My store manager will know that
I have my priorities straight because
making shareholders happy
is more important than
being legendary
I tell you this
Once upon a time
Starbucks was a place of community
but this will not be true in coming days
The Starbucks Experience is commoditized with no romance or theater or humanity
The daily roster is telling me
That I have 100 different tasks to complete during this shift
I do not concede that
I will be genuine, considerate, and welcoming
In the future
Pushing products on customers will be the norm
No longer can it be said that
My partners and I are passionate about coffee
It will be evident that
My partners are mediocre and lethargic
It is foolish to presume that
There is hope.

There is hope.
It is foolish to presume that
My partners are mediocre and lethargic
It will be evident that
My partners and I are passionate about this coffee
No longer can it be said that
Pushing products on customers will be the norm
In the future
I will be genuine, considerate, and welcoming
I do not concede that I have 100 different tasks to complete during this shift
The Starbucks Experience is commoditized with no romance or theater or humanity
Starbucks is no longer relevant
but this will not be true in my era
Starbucks was a place of community,
Once upon a time
I tell you this
being legendary
is more important than
making shareholders happy
I have my priorities straight because
My store manager will know that
they are not the most important thing in my life
So today I will tell my partners
“All that matters is meeting sales targets and VTI and controllable contribution.”
is a LIE, and
“Starbucks is the best place to work.”
I realize this may be a shock but
I can create an uplifting experience that enriches people's daily lives
and I know that
I am a partner at Starbucks Coffee Company

BOSTON STARBUCKS REBEL
PRIMUS INTER PARES
STARBUCKS REBEL ALLIANCE

[Pumpkin Spiced]

Bring back the Starbucks that my daughter came to know and love one year ago. Stop intimidating good partners and making them feel like they will be terminated if they ask for one Saturday off or take take even one, and I mean ONE sick day in 12 months. My daughters team, her partners, yes her friends are leaving in droves. Who will be left to close. It is so sad. And all because of executive manager that allows a district manager's who allow their district manager to insult and intimidate the partners rather then lead them by his good examples. Starbucks wake up! Your good partners ARE your bread and butter. The were your bread and butter....

[BOSTON STARBUCKS REBEL]

MSI has a whole new look!

[unionyes]

@blindsided,
You are in deep over your head. The sad truth is that, unless you are unionized, under U.S. law you can be fired at any time for any reason. You can be fired because you are too good-looking, because you make drinks too perfectly, because you follow all standards, because the customers love you, because you have worked there a long time, because you tie your apron in a knot not a bow. You cannot be fired because of your age, religion, sexual orientation, disability, ethnicity, etc. You will need to prove you were fired because of your health problems or because Starbucks violated the terms of FMLA. Starbucks has settled a few disability discrimination cases and still is fighting some in progress. There are lawyers who deal with FMLA issues. You need one of them, who can advise you about whether you have recourse under the law. Starbucks has well-paid lawyers on its side. You are toast unless you have someone who knows the law on your side.

[Jen]

my current store has the worst via sales in our district, and i say that happily. We rarely push via , we ask on occasion if the customer has tried it with a smile and then politely transition to making their drink. Our store is the busiest store--and we are probably a great store because we have a loyal following of regulars-so we don't push that promotion on regulars, and we never get offended when someone says "no thanks" about Via. I just started at Sbux and my neighbor has told me of the changes, but like other said--Starbucks still has great products- people complain about only Pike Place Roast, if you'd take a few minutes we'd love to brew you anything else, you want decaf after noon? We'll do it. We are a great team, i love my store and my manager is the most amazing compassionate woman ever!

[JavaJoe]

@ viart! i do appalogize for thinking you were harping on the baristas. i did go back to read your post closely and im not sure that i change my stance all that much. sure, i respect you more, but i dont think you listened to a thing your barista was telling you about via.

(please excuse me while i talk about via. i kow yall dont wanna hear it but i just want to say something)

via is not the instant coffee thats been around for as long as you say it has. the truth is, its the different way its made that gives it so much more aroma and flavor. it is an innovative product. as far as hard sell tactics they are everywhere. they have these new things on the tv, called commercials. and in your sunday newspaper. but i understand your frustration. i would never try to hard sell via to a customer during a morning commute time slot (unless they ask me a question about it) but you better believe from 10am on, i am selling via as hard as i can because i was asked to.

since you say youre on the side of the baristas my tipping comment doesnt apply to you since you probably leave a good tip especially if youre a regular. but your attitude of being in such a rush is one a lot of other customers have. and this rush rush rush mentatlity often brings them to "forget" to leave a gratuity. they probably never forget to leave a tip at a bar or a resteraunt when they are liesurely and calm. thats just my pet peeve and i didnt mean to aim it at you.

honestly i'm glad you're on our side because a lot of people aren't. the point ive been trying to make all a long is that we are just going through the motions to get paid. our aim is not to piss you or any of our other customers off

[Alan A]

Hey Jen! Can I come work at your store?

At my place, we are also in last place for Via sales (which like you, makes me very proud), and yet we've preyed upon our customer's in every way possible to buy some of the stuff. Thank god our customers have spoken and proclaimed to the neighborhood that they just don't need it. This message eludes our assistant manager, manager, and district manager -- or rather -- they are required to ignore the message because they know the Via police will come and shoot their puppies if we don't meet sales quota.

I don't get worked up about Starbucks going down the wrong rode because I can remember when they pulled the La Marzoccos out and told us customers the Verismo would produce shots of equal quality. Even as a non-coffee expert back in those days, I knew it was laughable and irritating, but they stuck to the story. That was the first turn off of the highway and the corporation will never find its way back.

It's equally laughable that they've created a company full of coffee experts and then told us Pike Place is the greatest brew ever and that Via is awesome because it tastes like Pikes. As with most American corporations, the middle management all the way to the top is programmed to be incapable of honesty, even when the evidence to the contrary is so plainly evident.

Starbucks isn't after quality, they're after profits and depending on where you're invested, that's either very good or very bad. Being "just good enough" is the corporation's obvious goal and Via is just good enough. It's much better than the other instant coffee, but honestly, when was the last time you had any of that instant coffee?

The saddest part of this whole "just good enough" mentality isn't the likelihood Starbucks will fail, but rather, the absolute brilliance behind the plan. If the United States passes some type of public health insurance, a massive exodus of high quality, well educated employees will ensue from Starbucks. Without the need to offer health benefits, Starbucks will be able to turn to lower paid, less educated employees who -- most importantly to the brain-dead middle management -- DON'T ASK QUESTIONS! Remember, the management of this company is here in large part because they’re not good enough for McDonald’s.

On our new evaluation form, we are encouraged to show leadership, but woe be to the employee who demonstrates that leadership by supporting quality over quantity, common sense over corporate marketing, or independent thinking over mindlessly following the instructions of your superiors.

We are headed in the same direction as Taco Bell and Walmart, and if you hold shares, you should be happy, and if you work here, you shouldn't bitch when time and again the company has shown you its hand. Starbucks once showed promise of being the maverick, of caring about employees and customers to an irrational extent, and of shining brilliantly as the one place where class and sophistication might still survive, but those days are behind us, and after years of Wall Street telling Starbucks it’s just another fast food, the company finally believed them.

Next time you’re calling out for a “bacon” instead of a “double short cappuccino” you’ll know that giving up on what we could have been is the only sane thing to do.

[Hard Opinion]

Some very interesting posts, especially @viart, @Roberto, @the truth hurts and a few others.

@Viart has a very valid point about the upsells, particularly the push of VIA. Part of the problem is that barista's for the most part, have not been correctly trained how to upsell effectively and to whom. The comment one person made about NOT pushing products to regulars is commendable. Make them aware at the start of a promotion, bring it into general conversation when appropriate, but don't make them feel uncomfortable, because as Viart states, they won't come back and so regular "bread & butter" revenue declines.

As for @JavaJoe's comments chastising Viart for "not listening", whether Via has been around for 10 minutes or 10 years, is irrelevant. The old saying "if looks like a duck, sounds like duck, walks like a duck - IT'S A DUCK!" rings true. Instant coffee is just that - INSTANT COFFEE! Dress it up with any marketing hype you like, tweak the product any way you like, it's still INSTANT COFFEE!

@Roberto - excellent reference to the fraudulent sales figures. The only people who can send a clear message to Seattle are the people working on the store floor. If every time there is a promotion the "true" sales are recorded then the ostriches in Seattle will get a clear message - this product or promotion sucks! While people continually fudge the figures by ringing up promotional items rather than the true item sold, nothing will change. The rants about "the idiots in Seattle" will continue and some of those ostriches will bring their heads out of the sand to accept the accolades of "great sales figures, see I told you" and then will get promotions well beyond their competency level to head of departments or subsidiary company's. They will not go - so to keep harping on about nothing changes, it only gets worse, how do these morons get away with it - is because YOU ALLOW IT by propping them up with, as Roberto put it, FRAUD! You get what you sow! Change will not happen top down, it has to come from the ground up - STOP WHINGING AND DO SOMETHING ABOUT IT!

[me myself and I]

Hard Opinion, it is unfortunately not that easy with the fraudulent promo sales. the problem is, if the sales aren't reported the way the middle or upper management want it to be they will get you into trouble first. This is the whole reason why this whole mess with the cheating started in the first place. I believe only a very small part of baristas likes to cheat and do it because they want to look good. Most are realistic people. They try what they can, but don't want to alienate their regulars. But if you start threatening their jobs in this economy, they start getting creative, saving their job any way they can. Especially, when cheating is encouraged. It will never be ordered, but the actions, or better the non action towards it speaks volumes.
If no one gets caught, they take their promotion to the next level and laugh all the way to the bank. If someone at store level gets caught the management will make him a scapegoat and look even better for breaking down on this kind of outrageous behaviour...

Welcome to Starbucks, I already added some via to your order, what else can I get for you on that beautiful day today?

[SMAN]

Can anybody explain why an Iced Coffee can't be served at payment rather than having to wait at the bar behind so many blended and espresso drinks? They don't seem any more complicated or time consuming to prep than a Hot Tea. It's not so much that the wait is always long, it's just that having to wait sometimes 10 minutes or so, behind other drinks, for something that really involved ice, pour and lid is annoying, especially when I realize that if I'd only asked for that coffee hot, instead of iced, I'd already be on my way.

Is there a rationale that anybody has heard?

[Barista Bill]

November 16th can't get here fast enough. I have not had fun at work since the launch of VIA. The first week was cool, let people know about it, do sampling, good times. Now I think of nothing but VIA and where we are at. I find myself at home thinking of ways to see it so the DM will get off our backs. This is madness....I don't mind promoting a new product, and I was really excited about VIA. I use it myself when I have a day off, But this "you must ask every customer, ever time if they want to buy a 12 or 3 pack today" is crazy. Let get back to coffee shall we..........

[LTP]

I'd like to know where all these stores are that are creating false numbers/sales. I know if anyone in my district did that, we'd be severely short staffed very suddenly. My store has the highest in our district, and had the highest first day sales period and we've kept up the momentum. Best part is, the numbers are all REAL. I guess it just irks me that other areas have gotten so bad that people have to cheat in order to look good.

[chloe]

@Barista Bill: from what I've heard tracking of VIA will continue through the holidays because they're launching decaf and it'll make a great stocking stuffer. whether or not some of the pressure will decrease who knows, but our area is still going to track it, so my guess is it won't.

@SMAN: we tried to find a way to do this at one of the stores i've worked at but even though iced coffee isn't complex it definitely requires more ingredients and steps than a simple pour into a cup like hot coffee. many stores don't have fridges near the POS where they can store the iced coffee, plus it requires ice and classic syrup - 2 other ingredients not usually close to the POS. i've done this before, but if the barista is on it and quick sometimes i've looked down the line and pulled the iced coffee out and made it really quick or asked someone else to pull it out (like the DT register person or front register person) IF they have a second or they've gotten through their line and have no more customers. (if their job is to ring up people i'm not going to ask them to stop ringing to make an iced coffee - it's not their position and slows down service for everyone still in line.) but having them help isn't protocol - just something i would do to speed things up. unfortunately, they're not going to remodel the stores to better set up for iced coffee so the standard is to put it in line with everything else.

[chloe]

@Alan A

well said. preach it, friend! this was especially true for me:

On our new evaluation form, we are encouraged to show leadership, but woe be to the employee who demonstrates that leadership by supporting quality over quantity, common sense over corporate marketing, or independent thinking over mindlessly following the instructions of your superiors.

i'm not really sure what they mean by leadership anymore. there's a difference between leadership and management. i'm often told i'm more of a leader than a manager. i take that as a compliment. although it's gotten me in trouble with this company. they want SMs to manage people like they're tasks, do what they're told without questioning, and micromanage. that's not leadership.

[barista]

@SMAN

The iced coffee is kept in under counter refrigerators, which are directly under the cold beverage station/espresso bar area. Many customers order their iced coffee sweetened, which uses syrups that are also over at the espresso bar/cbs. Many customers order milk or soy in their iced coffee, which is also in those refrigerators. The hot coffee is right behind the registers, so it is easy to pour you a cup. For the register partner or floater to walk over to the espresso bar, move the espresso bar partner out of the way so they can get into the under-counter refrigerator and get the iced coffee, pour it in the cup, put the iced coffee back in the refrigerator, and then reach around the bar partners to get your cold lid, is just too time-consuming for the register partner/floater, and too inconvenient for the bar partners. Although I will occasionally go over and make an unsweetened Iced Coffee for a customer if I can do so without getting too much in the way, it generally makes more sense to queue the iced coffees with the rest of the bar drinks. Sorry for the wait though - I know it's frustrating.

[Hard Opinion]

@me myself and I - agreed it is not easy, but if enough people follow open and honest sales reporting, then the gears of change will start to grind into motion. The company can't afford to dismiss people on mass for being honest, they are being hit by enough class actions as it is, plus the negative publicity alone would force change.

@LTP - there are plenty of stores and districts where misleading reporting takes place. If it doesn't happen in your store - great - but are you really, really certain? Regular customers who never bother with their receipts are the easiest marks for dishonest reporting because they don't check to see if what their receipt says is what they actually ordered. If people feel under pressure to produce results they will resort to "creativity" a PC euphemism for "misleading".

@Chloe - isn't it a great shame that you are not allowed to "lead" your team. Your assessment of the differentiation between management and leadership is spot on - management is about getting the processes done - leadership is not, it more about determining what needs to be done. SM's in the current Starbucks structure will never be leaders because they are driven by the process, given no opportunity to do what they see needs to be done, understaffed and tied to the ALS with little or no discretion to run their stores based on local needs. The cookie cutter approach that is driven totally by processes makes Starbucks little better than McDonalds - just another fast service outlet. Whilst processes are important, if used as a guide they can work well with the right staff and manager/leaders. There is a saying: "rules and regulations are made for guidance of wise men and the slavery of fools" - whilst everyone is more interested in covering their own back, then being a slave to the rules will prevail. Real leaders would be guided by the rules and use them as the foundations on which to build and create service, opportunity, inspiration and profit. Leaders should inspire - when were you last inspired by your DM or Regional management? See any leaders there? Seattle doesn't want them anymore that's why the few decent ones that were there are now working elsewhere.

[William]

I walked into a starbucks this morning and without me asking the girl at the register rang up a VIA and handed it to me and asked "what would i like with my VIA" I turned around and walked out.

I AM DONE WITH STARBUCKS.

[Brown Dot]

William

All I can say is wow. That is ballsy. Where was this?

[Melody]

William, I'd love to know where this is too. I'm familiar with Seattle, and pretty much the hard-sell isn't too bad or offensive. Just a gentle mention of Via. I've visited the Lone Star state (my blog has just been updated with a store review from that state) and surprisingly, the Via pitch also hasn't been too bad. Just a small suggestion at the register.

I've seen a million threads on hard-selling technigues. There's one on MSI where it talks about baristas thrusting the Via into the customer hands. I believe it exists because there wouldn't be post after post about excessive hard-sales tactics otherwise. But where are these extreme places?

[Alyssa Jones]

I personally refuse to push Via on my regular customers. I gave them samples when we had them, had them try it, and let them choose for themselves.We are not selling cars or ridiculously expensive cosmetics, there is little need for such a hard sell. As for partners like the above who asks the customer what would they like with their Via, them, their SM and their DM who are condoning this behavior should be taken into the back room and shot.
If crap like this keeps happening, will we have ANY customers left???